CTO Production Support Engineer III

Truist • Raleigh, NC

2d • Onsite

About The Position

The Production Support Engineer is a key individual contributor within the CT&O organization, focused on cross team collaboration, partnership, and the coordinated delivery of infrastructure-related work. This role operates as an infrastructure generalist with broad technical awareness across compute, storage, network, database, middleware, cloud, and mainframe platforms. Rather than serving purely in an operational capacity, the engineer works closely with Infrastructure Products & Services teams and divisional CIO organizations to ensure smooth delivery of infrastructure components, readiness for production use, and alignment with organizational standards. The Production Support Engineer plays a central role in coordinating technical tasks, supporting project execution, and helping to ensure that infrastructure dependencies are well understood, communicated, and delivered on schedule. While the position participates in incident and problem management activities, its emphasis is on enabling stable environments through proactive partnership, effective communication, and structured engagement with engineering and application teams. ITIL practices including Change, Incident, and Problem Management are applied to support consistency, reliability, and quality across the production ecosystem. For this opportunity, Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.) This position is office-centric 5 days a week in one of our Truist hubs.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.
• Six to ten years of experience in production support or related technical roles.
• Experience in managing incident management, triage, and production support functions for both on-premise and cloud environments.
• Proficiency with IT Service Management (ITSM) tools such as ServiceNow, and familiarity with incident, problem, and change management processes.
• Strong experience with monitoring tools such as Dynatrace, Splunk, or CloudWatch for proactive issue detection and troubleshooting.
• Understanding of infrastructure, application technology stacks, and the software development lifecycle.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Ability to work independently, handle medium-to-complex issues, and escalate critical problems to senior staff as needed.

Nice To Haves

• 7+ years of experience in infrastructure operations, production support, SRE, or related technical roles within a large enterprise
• Financial Services Industry experience
• Demonstrated ability to work collaboratively across matrixed engineering, application, and divisional CIO teams to coordinate technical tasks and support project delivery
• Strong communication and relationship‑building skills, with the ability to translate technical information into clear, actionable updates for diverse stakeholders
• Broad foundational understanding of key infrastructure domains (compute, storage, network, databases, middleware, cloud, mainframe), with the ability to connect cross‑domain dependencies
• Proven skill in partnering with engineering teams to assess readiness, validate infrastructure components, and support environment preparation for project milestones
• Strong analytical and problem‑solving abilities, including the ability to contribute to problem management efforts and support long‑term stability improvements
• Experience with scripting, AI, and automation tools (PowerShell, Python, Bash, etc.) to streamline tasks and reduce manual steps where appropriate
• Familiarity with enterprise observability and monitoring tools such as Splunk, AppDynamics, Dynatrace, or CloudWatch
• Understanding of ITIL processes particularly Change, Incident, and Problem Management; ITIL Foundation certification preferred
• Exposure to CI/CD pipelines or DevOps methodologies sufficient to support environment coordination and troubleshoot cross‑team handoffs
• Demonstrated ability to balance operational responsibilities with project and task‑based work in a dynamic environment

Responsibilities

• Handle the identification, triage, and resolution of medium-to-high priority incidents with minimal supervision to ensure business operations are minimally impacted.
• Collaborate with development teams, business partners, and other stakeholders to diagnose and resolve technical issues, implementing long-term fixes to prevent incident recurrence.
• Use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect performance issues and execute corrective actions promptly.
• Enhance system observability to proactively detect issues and improve overall system performance and stability.
• Develop and maintain automation scripts to streamline routine production support tasks, reducing manual interventions.
• Implement automation strategies to improve production stability and minimize downtown.
• Maintain clear and detailed documentation of troubleshooting procedures, contributing to the shared knowledge base.
• Provide assistance in improving the incident, problem, and change management processes, following ITIL best practices.
• Participate in root cause analysis and suggest process improvements to enhance system stability and performance.
• Collaborate with cross-functional teams in resolving recurring production support issues and optimizing workflows.
• Actively mentor junior support engineers, fostering technical growth within the team.
• Escalate complex or unresolved issues to senior engineers or technical experts when necessary.

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees